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Enterprise Service Desk Specialist
Ref No.: 18-37614
Location: Kansas City, Missouri
Position Type:Contract
Start Date / End Date: 06/27/2018 to 09/30/2018
Job Summary:

Company:                           Artech Information Systems LLC

Position Title:                    Enterprise Service Desk Specialist
Location:                            Kansas City, MO 64131
Job Reference Code:        18-37614
Security Clearance:         Secret Clearance or Above

Job Description:
3 years of experience in Remote Desk Takeover tools and usage
Certified in accordance with DoD 8570.01-M Information Assurance Technician (IAT) Level II
High school Diploma or General Equivalency Diploma (GED )

Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request and incident records) and provide staffing resources to maintain adequate coverage for 24/7 operations.
Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with Client ITSM processes and procedures.
Record announcements via the Client SvD telephony system message, to include general announcements regarding outages and/or service degradations.
Monitor network status and availability, utilizing Client tools, to remain informed on pending incidents to provide proactive support.
Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
Maintain accurate documentation of all transactions within the Client SvD, using the Client Incident Management (IM) tool, as well as related support team documented procedures, such as the Client SvD Operations manual.
Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to Client SvD operations.
Update the knowledge base of Client applications, systems, or program interrelationships, to assist with resolution of tickets. Execute the Client ITSM processes directly related to Client SvD activities.
Provide Tier I services, in accordance with the Client policy, processes and procedures.
Provide remote desktop support for user-facing services, as required. Publish outage notifications, as directed by Client SvD Manager.
Staff the Client SvD to respond to customers’ requests to resolve tickets, ensuring technology support and TT resolution are achieved within specified guidelines and in accordance with Service Level Targets (SLT)
Serve as a point of contact (POC) between the customer and the Client SvD for receiving Service Requests, and assist with troubleshooting of hardware and software.
Log the Request/Incident into the trouble ticket system (BMC Remedy) and provide first line investigation, diagnosis, and response, to include resolution, if possible.
Create Trouble Tickets and refer Incidents beyond Tier I capability in accordance with established call escalation processes. 
Swati Patel
Assistant Manager – Staffing

Artech Information Systems LLC
360 Mt. Kemble Avenue, Suite 2000 | Morristown, NJ 07960
Office: 973.967.3510 | Fax: 973.998.2599
Email: | Website:
Artech is the #1 Largest Women-Owned IT Staffing Company in the US!

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